Add a schedule call activity to a telesales workflow sequence

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Add a schedule call activity in your sequences to support telesales workflows.

    Before you begin

    Review feature support information in Compatibility information for Customer Engagement Sequences.

    To support the ability for your agents to initiate outbound calls from the sequence task, your instance must be integrated with platforms such as Amazon Connect. The Omnichannel Callback application (sn_omni_callback) must also be installed. For more information, see Install Omnichannel Callback.

    Delegated developer roles must be assigned to designated users. For more information, see Grant delegated developer permissions for managing sequences.

    Role required: sn_crm_sequence.admin, sn_crm_sequence.writer

    About this task

    You can add the Schedule call activity with other activities in a stage or in its own stage.

    Procedure

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
    2. Select the List icon .
    3. Navigate to Sequences > All Sequences.
    4. Select a sequence that you're creating or updating.
    5. Optional: In the sequence diagram, create a stage to add the activity.
      For more information, see Add and configure a stage in a playbook.
    6. Within a stage, select the Add icon .
    7. Open the activity picker by selecting the Add an activity icon .
    8. On the Add activity screen, search for and select Customer Engagement Sequences > Schedule call.
      Note:
      The options available in the activity picker vary by release. For compatibility information, see Compatibility information for Customer Engagement Sequences.
    9. On the Details tab of the Schedule call properties pane, enter a name to appear on the Sequence Steps tab during runtime in the Label field.
      For example, you might enter Call attempt 1.
    10. On the Automation tab, fill in the fields.
      For a description of the field values, see Automation form fields.
    11. Select Save and close.